Shauna Fox

In support of the RBC AML Compliance Program, as the Director I have the overall responsibility for leading teams responsible for the investigation of AML related concerns for Canadian Banking clients. I provide leadership and direction to the Canadian based AML Investigations teams to ensure that RBC is in compliance with all applicable AML regulations across North America. As a senior leader of the strategic leadership team for Financial Crimes in Canada, I lead a team of 50+ employees based predominately in Halifax, Nova Scotia while also focusing on the ongoing transformation of the team from an independent investigations center to a team of compliance and risk management professionals. I support the development and implementation of action plans in response to my oversight groups and in connection to regulatory concerns while collaborating with other teams within Group Risk Management. I ensure that the AML program is consistent with RBC's Collective Ambition and that I am guided by the leadership model. I am a compassionate senior leader that leads by my personal brand demonstrating what success looks like and motivating my teams to stretch to their future potential.

• Oversight on the internal controls over financial reporting (ICFR) across multiple platforms in the RBC enterprise including those of Personal/Commercial Banking, HR, Wealth Management, Insurance, Investor Services, and RBC Bank USA. The leadership pillar of strength bringing a breath of experience from across the RBC enterprise since the inception of the team in 2022 acting as conduit between various RBC partners and the chief audit group in continuation with the growth plans of the future. Responsible for the overarching success of my team’s audit results and performance across the audit program, these audit results are a direct correlation to RBC’s financial statements. Aside from the delivery of the various audit plans, I was also responsible for providing outstanding advisory service to my internal and external partners across North America while maintaining the stakeholder engagement of those partners throughout the various audit cycles. I was an integral part of the human capital strategy and lead our recruiting efforts to ensure that high performing talent is retained. As a senior leader, I aimed to create exceptional experiences for our internal partners while achieving desirable audit outcomes reportable to our external auditor. Consistently guided by my own brand and our leadership model, I thrived building out this large scale team developing great talent and building out strong stakeholder relationships across the organization.

• As the Associate Director of a new global operations center for RBC Investor & Treasury Services, I led a team of tax professionals as well as the management team servicing the RBC I&TS global client base for tax reclaims while also delivering outstanding client service to both our internal and external partners worldwide. As part of the Investor Services newest global center of excellence I played a crucial part in a global migration of work along while standing up a brand new team. My leadership approach was devoted to the success of each member of the team by teaching them the many guiding principles which the RBC culture is built on. I strived for great success by developing great talent and contributing to my teams coaching and development plans. As a member of the senior leadership team, I focused on uncovering our greatest efficiencies thus creating exceptional client engagement and outcomes to the services that we provide.

• As a Branch Manager with RBC I strived to deliver an exceptional client experience while enabling a team to also always lead with the client experience. A leader in the market for performance and contribution of my team and partners to grow our business, acquire new clients, and deepen existing client relationships. A talent coach ensuring we have the right talent and capabilities for the present and future success of the team. At RBC we build trust in every interaction by doing what is right for our clients, therefore I ensured accountability amongst all my team members to follow the “doing it right” the first time methodology, adhering to our RBC values, code of conduct and expectations around ethical behaviors and decision making. Responsible for reputational, operational, credit, and compliance risk of my branch. An ambassador that represented RBC in our communities and the RBC brand while also continually enabling our clients.

• I effectively managed a team in the largest Atlantic Canada branch to deliver an exceptional client experience, it was critical to understand the needs of the clients and anticipate what was important for them by recognizing and reacting to how clients choose to interact with RBC. Maximizing on every client interaction by delivering helpful, timely and relevant advice throughout the branch and engage clients with all members of the team. I was a RBC local market leader with a focus on maximizing the return on RBC’s total investment while establishing engagement within the community they serve. Leading a market team that integrated with all of the RBC partners to ensure resources are optimized to deliver an exceptional client experience and superior client loyalty, sales productivity and revenue results. I led retention and growth of existing business and personal clients by ensuring the right advice and solutions were provided to encourage long-term profitable relationships. I ensured a high level of employee capability and engagement through coaching and sales management, empowering the teams to reach their optimum performance. I acquired new clients by developing relationships with RBC and community partners, representing the RBC brand and capturing new business opportunities ensuring early anchoring of all new clients. Consistently leading the evolving organizational change using effective communication to create awareness and desire for the reason for change. I supported the development to ensure employees had the knowledge and resources to be successful.

• I led a team of Senior Deposit and Monitoring Officers within the new division of RBC. The Innovation Hub in Halifax, Nova Scotia was the pioneer of a Canadian Wide strategy to support the RBC enterprise. I collaborated in the set up of our Digital and Mobile services division. This included Digital Image Capture, Remote Deposit Capture, and Mobile Device Cheque Deposit. Planned, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations. I led the leadership team on recruitment and hired employees and implemented mentoring programs to promote positive feedback and engagement. Keeping brand culture top of mind as well as ensuring a high level of employee capability. Ensured that employee development, coaching, and empowering for the team was ongoing in order for individuals to reach their full potential.

• I led a team of service professionals to deliver a superior client experience and sales results. Consistently championing the client experience, conflict resolution and leading client loyalty and access improvement activities across the branch team. I demonstrated professional retailing behaviors by proactively interacting with clients in all areas the branch offering help and advice. Acted as a partner with the branch manager ensuring leadership was available across all hours and days of business. I managed the branch scheduling and made recommendations for capacity and shift changes. Ensured a high level of employee capability and engagement through employee development, coaching and empowering the team to reach their optimum proficiency. As a change leader, I effectively communicated and led change. Demonstrating commitment to operational effectiveness by taking appropriate action to minimize unit losses.

• The operational leader with a broad scope of risk management knowledge and capability. My support in operations helped to build operational capability and to solve for systemic operational issues in RBC units across the Western New Brunswick market. It was my responsibility to identify, build and validate operational knowledge on all branch roles, including credit and investments, as well as operations risk and regulatory requirements. I was the lead on all branch level fraud and AML cases, where I also spent time educating the branch teams on the subject. I conducted deep dive operational risk assessments in identified units and partner with branch leadership teams and the Regional Vice President to ensure all gaps and concerns identified are acted upon and closed prior to Internal Control Reviews.

• As a successful Associate, I had the ability to manage multiple projects, be proactive, client focused, detail orientated and be responsible for contributing to an exceptional client experience by maximizing opportunities to effectively identify and opportunity spot client needs, make referrals, expand profitable client relationships and track and review progress against their teams' annual plan. Increase sales enablement for the Financial Planner by preparing for client meetings and supporting fulfillment of the to client requests, act as a point of contact for client concerns and ensure the accuracy of documentation with follow-up as required. Exercise due diligence by following all policies and procedures and identify areas of operational risk. Commit to continuous learning to increase skills, knowledge and abilities to better service clients.

• Client Service Representative - Performed customer transactions while providing superior service & advice to create positive client experiences. Required to understand customer needs and identify opportunities to offer TD products and services to the customers, referring them to appropriate team members or internal Bank partners. Assist with the overall administration duties within the branch.
• Customer Relations Coordinator - Performed the role as the primary coordinator and point of contact for all telephone and face-to-face customer inquiries. Required to understand customer needs and identify opportunities to offer TD products and services to clients and referring them to the appropriate team members or internal bank partners to create an excellent client experience. Aside from client care, the overall branch administration was also the responsibility of the coordinator.
• Financial Services Representative - Managed the client's overall banking needs and provided appropriate financial solutions. This included new accounts, credit products, investment advice, and promoting all banking products and services to create a legendary customer experience. This role contributed to the growth of the business by developing and deepening the new and existing client relationship. As well as being responsible for meeting and exceeding specific, individual and team based business goals.